IOMBanteay Meanchey Province

IOM

Information and Communication Technology Assistant

Non-profit/Inter-governmental OrganizationPosted 2 mo ago

Location

Banteay Meanchey Province

Job Type

CONTRACT

Experience

Fresh Graduate

Level

Entry

Work Mode

On-site

Industry

Non-profit/Inter-governmental Organization

Languages

Khmer, English

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About the role

Provide end user support and ensure that all ICT support incidents and requests are addressed within the agreed service level agreements (SLA).
Take ownership of users’ requests/issues, open, update, and close them in the helpdesk ticketing system.
Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.
Log all actions and steps taken to respond to an incident or to complete a request.
Assist in determining root causes and propose resolution for problems raised for reported incidents.
Escalate to Tier 2 at the Regional Office or supervisor when necessary and according to the identified priority level of the issue.
Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and coordinate with the regional Office any planned changes in advance.
Provide first line support to IOM’s corporate applications and other in-house developed software.
Provide support, troubleshooting and maintenance and configuration of network, conference, telephony, physical security and system devices.
Install and relocate the organizational unit's hardware, coordinate equipment servicing and manage user accounts.
Responding promptly to information security incidents, mitigate and maintain IT Risks Register and escalate complex issues to the relevant specialist teams/units for resolution.
In coordination with the Regional Office and Central ICT information Security Unit assist in the roll out of cyber security efforts.
Updating regular operating systems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.
Assist in the implementation and evaluation of digital solutions and liaise with the information management team to support and maintain mission data systems and analytics.
Support in maintaining inventory of ICT software' licenses and of ICT equipment in coordination with asset unit and advise the owners/management about assets that require replacement and the licenses that require renewal.

Required Skills

End User SupportService Level Agreement (SLA) ManagementIncident ManagementRequest FulfillmentHelpdesk Ticketing System OperationTier 1 Technical SupportDiagnosisWorkaround DevelopmentAction LoggingProblem ResolutionRoot Cause AnalysisEscalationDocumentation CreationReference Material MaintenanceICT Systems ManagementChange Management CoordinationFirst Line Application SupportCorporate Application SupportIn-house Software SupportTroubleshooting

Schedule & Flexibility

Schedule:full_time

About IOM

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IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners.

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